Chart Your Course Report

Scale Your Experience Design Practice

Intermediate Level: Design Practices For CX Transformation

April 16th, 2021
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
Andrew Hogan, null
Andrew Hogan
With contributors:
David Truog , Kelly Price , Karine Cardona-Smits , Amelia Nickels , Shayna Neuburg

Summary

This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for XD leaders who have established a solid practice, so their companies already follow an effective and documented process for how to do it — but they do not: 1) follow a plan for how often, 2) ensure that all relevant parts of the company collaborate on it, and 3) have a senior person who requires that it get done. This report explains how and why you should, at this intermediate stage of maturity in experience design, focus on scaling your practice.

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